GenAI is redefining productivity, user experiences, and cost efficiency, bringing a new age of contact center performance to the healthcare industry.    

Artificial intelligence has played a role in the healthcare industry for decades. However, with recent advancements in Generative AI, healthcare companies see opportunities for accelerated AI-led transformation. Wipro is currently working with multiple healthcare companies to enhance the member experience and streamline the claims adjudication processes with GenAI. Increasingly, GenAI will not only improve the overall efficiency of operations but also enhance the quality of service extended to providers and members.

In the past year, healthcare companies have been actively exploring how GenAI platforms can improve their operations. They see opportunities related to regulatory compliance (report generation), claim-related predictions, auto-adjudications, and clinical notes processing. In the near term, they are most excited about how GenAI might transform their contact centers.

Contact centers are the key touchpoint between the healthcare provider and the member, and they have become major cost centers for healthcare providers given their central role in processing claims, policy enquiries, member onboarding, and provider complaints. If GenAI can make contact centers more efficient while simultaneously improving service levels and customer experiences, the ROI will be rapid and obvious. 

How Wipro and Nvidia are Addressing GenAI Challenges for Healthcare Call Centers

Because GenAI can rapidly process human language and provide near-instantaneous contextual responses, it seems purpose-built for automating simple customer support functions. In reality, delivering a GenAI platform that can reliably and consistently deliver best-in-class customer support is more complicated. The major challenges include:

  • Hallucinations and potential accuracy gaps
  • Intense data preparation for model finetuning
  • Latency of end-to-end data pipelines and LLMs
  • Privacy concerns and immature AI guardrails

A recent partnership between Wipro and Nvidia is bringing powerful new GenAI capabilities to the healthcare sector, including for contact centers. Wipro’s Gen AI Studio (WeGA) has multiple tools specifically built to address these challenges and fast track the development of contact center solutions for healthcare. As an example, WeGA has ability to process the complex structures of policy documents and create a streamlined Retrieval-Augmented Generation (RAG) pipeline, which significantly reduces LLM hallucinations. Combined with the Nvidia Nemo Retrieval QA embedding model, WeGA also reduces latencies in the RAG pipelines, enabling rapid responses.

Nvidia RIVA, meanwhile, optimizes the processing of voice calls, delivering real-time transcriptions through ASR. Member interactions are facilitated by a bespoke voice, optimized for the individual member, enabled by RIVA Text to Speech (TTS).  Meanwhile, the accelerated inferences provided by Nvidia Nemo Triton and TensorRT-LLM speed up the model by further reducing latencies. Apart from latency issues, ensuring safe and accurate responses from pre-trained LLM has been a challenge. Nemo Guardrails helps block potentially inappropriate responses, significantly reducing the safety concerns. Another key aspect of this collaboration is the utilization of the Nvidia AI Enterprise platform, which encompasses generative, speech, and translation AI in healthcare solutions.

This collaboration between Wipro and Nvidia aims to bring about a paradigm shift in the healthcare sector, driving innovation and productivity. By integrating advanced AI technologies into healthcare entities, the partnership is working towards optimizing operational efficiencies and transforming traditional processes. This strategic approach not only benefits healthcare providers but also positively impacts patient care and outcomes.

Already, this partnership between Wipro and Nvidia has made significant advancements in applying GenAI to healthcare contact centers. With GenAI, call centers can expect key insights that enable agents to make quick and informed decisions. Members will receive quick, high-quality responses and healthcare companies will achieve durable cost benefits. By leveraging the power of AI, Wipro and Nvidia are setting a new standard for efficiency and excellence in the healthcare industry, ultimately benefiting both healthcare organizations and the individuals they serve.

Beyond Contact Centers: The Future of GenAI in Healthcare

The joint efforts of Wipro and Nvidia will have a profound impact on member enrollment and claims adjudication processes in healthcare organizations. By automating tasks and optimizing workflows through AI integration, the partnership aims to increase operational efficiency and deliver a seamless experience for both healthcare providers and patients.

Healthcare companies that adopt GenAI through this collaboration can expect to see a significant improvement in patient care quality and operational effectiveness far beyond contact centers alone. GenAI integration will not only enhances the quality of patient interactions but also ensure that healthcare companies operating under ACA, Medicare, and Medicaid can benefit from tailored AI solutions that cater to their unique needs and challenges. Meanwhile, solutions specific to contact centers will continue to improve.  

Wipro engineers undergoing training on Nvidia's application frameworks are committed to equipping healthcare organizations with custom AI solutions that meet their evolving needs. This investment in talent development not only enhances the capabilities of Wipro's workforce but also ensures that healthcare clients receive cutting-edge AI solutions that drive digital transformation and improve business operations within their organizations.

          About the Author

          ANINDITO DE  is CTO of the AI Practice at Wipro Limited. His primary responsibilities are building capabilities across different areas of AI and ML and bringing to life AI driven intelligent solutions for customers. With over two decades of experience, he has been a part of many large technology implementations across sectors and authored multiple technology publications and patents.